mba-1-sem-bussiness-communication-march-2012

Note : Attempt any
four questions from Section A. Each question in Section
A carries 15 marks. Section B is compulsory and carres
20 marks.

Section A)

1. Explain the process of communication with the
help of Shannon Weaver Mathematical model and Berlo's
SMCR model. Discuss the importance of feedback.

2. Discuss how you can put to use the grapevine
form of communication for organizational effectiveness.

3. "Listening is an art and like any other art, it
has to be cultivated consciously." Discuss.

4. Your company is considering a proposal to make
an in-house canteen for office employees. Your office
has around 200 employees. Make a report to give the
estimate of the area, manpower, and money required to
set up and run the canteen.

5. Smith .and Jones company have placed an order
with you for goods worth Rs. 10 lakh on three months
credit and have given clean bank reference. However, you
have learnt that they are unreliable and do not deserve
credit. Write a tactful credit refusal letter.

6. Write short notes on : (any two)

(a) Non Verbal Communication.

(b) Barriers to Effective Communication.

(c) Preparing for and Conducting Presentations.

Section B)

7. Read the case
carefully and answer the questions at the end of the
case:

MISSING BRIEFCASE

It was Saturday
afternoon and Reisti was determined to take care of all
pending correspondence before leaving for the weekend. A
few days back, he had received a memo from John, a sales
representative, which went like this:

'Last week I made a
sales presentation to Riverside Electronics and carried
two briefcases with me-my regular one plus a second one
filled with brochures and pamphlets. At the conclusion
of my presentation, I distributed the brochures, picked
up my regular briefcase and left-completely forgetting
about my other suitcase. When I discovered the following
morning what had happened, I immediately called
Riverside Electronics, but so far they have been unable
to locate the suitcase. This leather suitcase was around
a month old and cost $275.70. Since the company policy
manual states that employees will be reimbursed for all
reasonable costs of carrying their assigned duties, may
I please be reimbursed for the loss of the briefcase?
The cash memo is attached.'

Reisti has been
thinking about this situation all week long, he had even
discussed it with Borde, Marketing Chief, who has told
him to make whatever decision he thought was
reasonable.. John is. a good sales representative and
the policy manual does contatirrthe exact sentence he
has quoted. On the other hand, Reisti feels that
assuming responsibilities for such mistakes would not
only be expensive but also might encourage padded
expense accounts. Finally, Reisti decides to do two
things. First, he will write a memo to all the sales
staff, interpreting more fully the company policy. He
wants the sales staff to know that in future he intends
to interpret this policy to mean that any personal
property that is stolen will be reimbursed at present
value only if reasonable care has been taken to secure
such property, if the incident is reported within two
working days, and if the value can be determined. Any
sales representative can, however, appeal Reisti's
decisions to Borde. Second, because the present policy
may not have beeh sufficiently clear, Reisti will write
a memo to John and agree to his reimbursement request.

Questions:

1. How reasonable was John's claim? Was the intent
of the policy clear? Should Reisti have reimbursed him?
Why or why not?

2. How reasonable is John's interpretation of the
company policy?

3. Compose the two documents that Reisti intends to
write : the memo to the sales staff and the memo to
John. Format them in appropriate styles.